I cannot add a custom email account

[Deleted user]

I keep getting an error even though i know the credentials are correct for support@mycompany.ai

Also, the help topics like using an incognito window does not help:/ 

Can someone from Atlassian start a ticket and contact me asap at david@brook.ai ??

Thanks,

"[AUTHENTIFICATION FAILED] Invalid credentials (Failure)"

[Angélica Luz]

Hello David,

Welcome to Atlassian Community!

When trying to add a custom email account and it shows the error related to Invalid Credentials, it's necessary to check some configurations.

• Have you tried to reset the password? If not, this is a good option to make sure that no one else will access the mailbox.
• Is this a shared mailbox?
• Is 2FA enable for this account? 

Regards,
Angélica

[Deleted user]

Have you tried to reset the password? No not an option at this time.
Is this a shared mailbox? Yes.
Is 2FA enable for this account? No, it is off.

[Angélica Luz]

Thank you for the details, David.

It's important that the mailbox for the Service Desk project is not accessible by anyone, only the admin. Jira will create tickets from unread emails in the inbox, so if someone access and read the email before Jira, the ticket will not be created. 

Also, as it's showing Invalid Credentials, the first test is to change the password to make sure everyone that has access will be logged out and only you can access and add it as the custom email address.